Bibicha’s personal journey has instilled within her a profound empathy for those facing adversity and financial hardship.

Having fled the French-speaking Democratic Republic of Congo as a young person, Bibicha had to learn to speak English. This then enabled her to go to university and study to become a qualified social worker. She got married and they went on to have three children.

Both she and her husband had great jobs and a happy family life until a few years into their ForHousing tenancy.  Her husband was suddenly made redundant and Bibicha battled a severe illness that required major surgery. This forced Bibicha out of work and they subsequently fell behind on rent, putting their home at risk.

Bibicha said: “Within a space of 18 months we went from being a thriving family of five, always paying our rent on time, to redundancy, serious illness, and a possession order on our home.”

Faced with an eviction order and impending court summons, Bibicha and her family felt overwhelmed and uncertain about where to seek guidance.

Thankfully, ForHousing’s TSS team intervened, sending team member Kirsten to assess Bibicha’s situation. Kirsten’s genuine concern and friendly manner established a strong bond of trust.

Bibicha added: “In our very first meeting, Kirsten didn’t mention the rent arrears once. She only wanted to know about me and my family and how we were coping. This speaks volumes about Kirsten as a person and the approach that ForHousing takes with customers. It was clear they were listening to the voices of tenants like me and acting upon them to improve people’s lives.”

Together, they developed a tailored payment plan and explored potential ways to alleviate the financial strain on Bibicha’s family. Kirsten’s unwavering support and encouragement also helped Bibicha regain her confidence, inspiring her to consider re-entering the workforce.

While she contemplated starting her own business, it was Kirsten who encouraged Bibicha to apply for the role of Neighbourhood Advisor. Using her qualifications as a social worker and her fluency in French and multiple regional dialects, Bibicha became a ForHousing colleague in 2019. Bibicha’s deep understanding of the importance of representing people from ethnic minorities, particularly those tenants where there is a language barrier, made her a perfect fit for the position.

Bibicha’s role as a Neighbourhood Advisor sees her serving as the primary contact for individuals seeking homes with ForHousing. Her deep-rooted passion for working with people fuels her desire to find each tenant and their family a suitable home that will enable them to flourish.

Bibicha said: “We are committed to each tenant from the start of their journey, with both furniture and food vouchers provided to help them settle in. Our Neighbourhood Advisor team is always there, offering continuous support and guidance, while the TSS team provides extra assistance when unforeseen challenges arise.”

As Bibicha settled into her new role, she took real pride in making a positive impact on the lives of others.

Bibicha added: “One very special moment for me was passing the bathroom door as my daughter played with her dolls. I happened to overhear her role-playing – she was a ForHousing Neighbourhood Advisor telling her doll tenants that her name was Bibicha, and she was there to help them. I was my daughter’s role model.

“As ForHousing continues on its journey to increase diversity and inclusion, I look forward to more people from ethnic minority backgrounds joining our organisation and becoming role models too.”

Bibicha and ForHousing firmly believe in the power of diversity to create a more promising future for organisations – embracing diversity cultivates innovation, understanding, and inclusivity.

Bibicha’s inspiring journey serves as a powerful reminder to individuals facing challenges that they need not suffer in silence. She encourages others to reach out for help and embrace the support available within organisations like ForHousing.

Bibicha reflects: “The ForHousing TSS team not only provided crucial assistance with my rent arrears to keep the home we loved but Kirsten believed in me when I couldn’t see my own potential. She uplifted and empowered me, enabling me to become the role model I am for my daughter today. I aspire to one day join the TSS team and continue the exceptional work that I was fortunate enough to benefit from.”

All ForHousing staff are motivated by their drive to positively impact the lives of tenants, putting them at the heart of everything they do and delivering on what matters to them.

Kirsten Foy, Tenant Sustainment Officer for TSS said: “Our priority when working with a tenant is to get to know the family and their current situation. By doing so, we can offer them the maximum level of support and assistance available.

“We urge our tenants to get in touch with the TSS team as soon as they start to experience financial difficulties so we can help at the earliest possible opportunity.”

She added: “As soon as we met Bibicha it was clear she would be a huge asset to any organisation, with her life exp. Our journey to increasing diversity within ForHousing and our customer-focused culture that drives it, made Bibicha an ideal candidate for the role of Neighbourhood Advisor.

“As an organisation, ForHousing is on a journey to increase diversity and Bibicha is a perfect ambassador for ForHousing and has become a valued colleague and friend.”